We are seeking an experienced and proactive Customer Success Manager to join our growingSaaS organization. This role bridges customer success, project communication, and accountmanagement — ensuring every customer receives exceptional value, clear communication, and atrusted partnership that drives business outcomes.
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Responsibilities:

• Customer Relationship Management: Serve as the primary point of contact for assigned accounts, building trusted relationships and ensuring alignment between customer goals and our product capabilities.
• Customer Communication: Lead proactive communication with customers regarding project updates, deliverables,timelines, and any issues that may arise — ensuring customers always feel informed andsupported.Most of the work is on Sunday nights (between 6pm to midnight) with possible additional flexible hours on weekdays.
• Issue Management & Escalation: Anticipate and address customer concerns early, coordinating across internal teams to
  resolve challenges swiftly and transparently.
• Account Strategy & Growth: Develop a deep understanding of each customer’s business objectives, KPIs, and
  success criteria. Identify opportunities for product adoption, expansion, and value
  realization.
• Task & Priority Management: Translate customer needs into clear internal priorities, working with project and support
  teams to ensure timely and accurate execution.
• Customer Health Monitoring: Track account health metrics (usage, engagement, satisfaction) and take action to
  improve outcomes and retention
• Formal Business Reviews: Lead structured business reviews — including Quarterly Business Reviews (QBRs) and executive sponsor updates — to communicate progress, demonstrate value, and align future priorities.
• Renewals & Retention: Support renewal processes by demonstrating ROI, reinforcing customer value, and ensuring long-term satisfaction.

• 3–5 years of experience in account management, customer success, or relationship
  management, preferably in a SaaS or technology-driven environment.
• 3–5 years of experience in CPG in sales, category, insights, or related retail team
  customer-facing role.
• Proven ability to manage multiple priorities and stakeholders with professionalism and
  clarity.
• A customer-first mindset with a passion for delivering exceptional experiences.
• Ability to understand technical concepts and translate them into business value for
  customers.
• Must be able to work on-site at our Rogers, AR office on a regular basis.

• Experience working with cross-functional teams (Engineering, BI Development, Sales,Support, Implementation).
• Background in managing enterprise or mid-market accounts.
• Confidence leading customer meetings, QBRs, and executive-level discussions.
• Strong analytical and reporting skills to track account performance and customer
  outcomes.
• Experience in a similar role with a 3rd party brokerage/agency.